Risk Operations Analyst, Coe (Qa)

Responsibilities

• Oversee and manage the quality of agents’ chat interactions and daily operational tasks to ensure compliance with established standards.
• Develop and refine service quality specifications for Risk personnel in line with evolving business requirements.
• Conduct thorough quality inspections for both online and offline operations, adhering to QA standards.
• Analyse operational and risk data to generate insightful reports and value-added recommendations.
• Deliver actionable findings and suggestions to operational teams and senior leadership for effective execution.
• Train team members to deepen their understanding of Standard Operating Procedures (SOP) and quality benchmarks.
• Collaborate with QA colleagues to perform regular calibration sessions aimed at enhancing QA capabilities and maintaining high standards.
• Lead and contribute to AI-driven quality assurance projects, including automated evaluations, speech and text analytics, and intelligent QA model deployment to improve efficiency and accuracy.
• Demonstrate flexibility by working alternative hours, such as evenings, to coordinate with global teams across different jurisdictions.

Requirements

• Advanced/Higher/Graduate Diploma, Bachelor’s Degree, Post Graduate Diploma, or Professional Degree in any discipline.
• Minimum of 2 years’ relevant experience in risk operations, fraud prevention, KYC, or related fields.
• Strong understanding of KYC, fraud detection, and risk operation processes.
• Solid knowledge of customer satisfaction and quality assurance programs.
• Experience with AI-related projects (e.g., AI quality monitoring or automated QA systems) is highly desirable.
• Excellent organisational and time management skills.
• Effective facilitation skills for meetings and presentations.
• Proficient verbal and written communication skills in English and the primary language of the supported market.
• Passionate about emerging technologies, particularly blockchain and related innovations.
• Bilingual English/Mandarin is required to be able to coordinate with overseas partners and stakeholders.

• Shape the future with the world’s leading blockchain ecosystem
• Collaborate with world-class talent in a user-centric global organization with a flat structure
• Tackle unique, fast-paced projects with autonomy in an innovative environment
• Thrive in a results-driven workplace with opportunities for career growth and continuous learning
• Competitive salary and company benefits
• Work-from-home arrangement (the arrangement may vary depending on the work nature of the business team)

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.